Support - Telephone FAQs

Frequently Asked Questions and Answers

If you are receiving a communications error please confirm your credit card machine has dial tone. Please connect a regular, corded phone to the same jack as the credit card machine and check for dial tone. If you are able to hear dial tone, please reconnect the credit card machine and attempt to the credit card activity again. If the activity fails and you have already confirmed your credit card machine configuration is correct with your merchant services company, please contact Datavo at 877-732-8286 for further assistance.

Question:
I am unable to process daily batches.
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Answer:

If you are unable to process your daily batches, please confirm your credit card machine has dial tone. Please connect a regular, corded phone to the same jack as the credit card machine and check for dial tone. If you are able to hear dial tone, please reconnect the credit card machine and attempt to batch again. If the batch fails and you have already confirmed your credit card machine configuration is correct with your merchant services company, please contact Datavo at 877-732-8286 for further assistance.

Question:
I am unable to process transactions.
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Answer:

If you are unable to process transactions please confirm your credit card machine has dial tone. Please connect a regular, corded phone to the same jack as the credit card machine and check for dial tone. If you are able to hear dial tone, please reconnect the credit card machine and attempt the transaction again. If the transaction fails and you have already confirmed your credit card machine configuration is correct with your merchant services company, please contact Datavo at 877-732-8286 for further assistance.

Question:
I am unable to set or deactivate my Call Forwarding feature.
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Answer:

If your are having trouble setting up your call forwarding features, first dial *73 to deactivate the feature as it may have already been set. Second, reactivate Call Forwarding by dialing *72. When done properly you will hear a stutter dial tone which indicates the system is ready for you to enter the forwarding number. Enter the 10 digit phone number where your calls will be forwarded, beginning with the area code. You must answer the call of the forwarded number once or the feature will not be activated. If you are experiencing trouble activating and deactivating the Call Forwarding feature on your account please contact Datavo directly.

Question:
I can hear a hum on my telephone line.
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Answer:

Try disconnecting each telephone or any other equipment using the same telephone line (answering machines, computer modems, fax machines, satellite TVs, Web TV, burglar alarms, etc.) one at a time from the telephone jack. If the noise stops the hum is most likely associated with the last piece of equipment you unplugged. If the noise continues throughout the process, there is a good chance the service problem is associated with your wiring or jacks. contact Datavo at 877-732-8286. Possible charges may apply if your account lines do not have Wire Protection.

Question:
I can hear a noise on my telephone line.
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Answer:

Try disconnecting each telephone or any other equipment using the same telephone line (answering machines, computer modems, fax machines, satellite TVs, burglar alarms, etc.) one at a time from the telephone jack. If the noise stops the noise is most likely associated with the last piece of equipment you unplugged. If the noise continues throughout the process, there is a good chance the service problem is associated with your wiring or jacks. contact Datavo at 877-732-8286. Possible charges may apply if your account lines do not have Wire Protection.

Question:
I can hear an echo on my telephone line.
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Answer:

Try disconnecting each telephone or any other equipment using the same telephone line (answering machines, computer modems, fax machines, satellite TVs, Web TV, burglar alarms, etc.) one at a time from the telephone jack. If the noise stops the echo is most likely associated with the last piece of equipment you unplugged. If the noise continues throughout the process, there is a good chance the service problem is associated with your wiring or jacks. contact Datavo at 877-732-8286. Possible charges may apply if your account lines do not have Wire Protection.

Question:
I can hear other voices on my telephone line.
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Answer:

Try disconnecting each telephone or any other equipment using the same telephone line (answering machines, computer modems, fax machines, satellite TVs, Web TV, burglar alarms, etc.) one at a time from the telephone jack. If the noise stops the cross talk is most likely associated with the last piece of equipment you unplugged. If the noise continues throughout the process, there is a good chance the service problem is associated with your wiring or jacks. contact Datavo at 877-732-8286. Possible charges may apply if your account lines do not have Wire Protection.

Question:
My Caller ID is not working.
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Answer:

If you are having issues with your Caller ID not working, first use a different phone to answer the call to confirm you phone set is not defected. Contact Datavo directly if you do not have an extra phone to use for testing and confirm the feature has been added to the telephone line.

Question:
My Toll Free number is not working.
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Answer:

First attempt to call your main telephone number directly. The main telephone number is the telephone number where the Toll Free number delivers the calls. This will allow you to confirm the main telephone number is functioning properly. Notify Datavo immediately if the main number is not able to receive calls or you hear an error message. In the event you are able to contact the main number directly but not through your Toll Free number. If this occurs the problem is most likely stemming from the Toll Free telephone number.

Question:
My Voicemail is not working.
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Answer:

If you are having issues with your voice mail, please write down any messages you receive when you call your voicemail number directly and contact Datavo immediately.

Question:
What can I do if I receive a Poor Line Condition or Poor Line Quality message on my fax machine?
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Answer:

Most poor line condition issues are due to a telephone line that is not able to handle fax communications. It may be from defected cables inside or outside your home or business. Please confirm your fax machine has dial tone. If your fax machine does not have a hand set in order for you to check for dial tone, connect a regular corded phone to your telephone jack where your fax machine is plugged is currently connected. If you continue to experience no dial tone - please follow instructions for no dial tone. If you hear dial tone, reconnect your fax machine and attempt to fax once again. If your fax fails, try changing your telephone cord to confirm the cord is in good condition.

Question:
What can I do if my (RCF) Remote Call Forwarding number is not working?
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Answer:

First attempt to call your main telephone number directly. The main telephone number is the telephone number where the RCF delivers the calls. This will allow you to confirm the main telephone number is functioning properly. Notify Datavo immediately if the main number is not able to receive calls or you hear an error message. In the event you are able to contact the main number directly but not through your RCF. If this occurs the problem is most likely stemming from the RCF telephone number.

Question:
What happens if I do not have the Wire Protection Plan on my account?
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Answer:

Upkeep on inside wiring or jacks is the customer's responsibility. Datavo maintains the wiring outside of your business or home. If you have a problem with your inside wiring or jacks, you can choose to fix it yourself, hire a provider of your choice, or contact Datavo to request repair service. A service charge will apply for Datavo Repair assistance in the event you have a problem with your inside wiring, require a repair truck roll but do not have Wire Protection on the account.

Question:
What is the Wire Protection Plan?
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Answer:

Wire Protection is an optional warranty program that provides labor and material costs for repairs to your inside wire and jack to a single phone line for a monthly fee. Services provided are unlimited service calls, problem diagnosis and repair of the wiring and jacks

Question:
Why can't I hear other people on my phone?
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Answer:

If you are unable to be heard while on your phone call, please confirm the volume control is set correctly. Confirm the batteries are completely charged if you are using a rechargeable cordless phones. Swap the phone you are using with another phone on the same telephone jack to confirm the problem is not coming from the phone. If the trouble continues please contact Datavo at 877-732-8286 for further assistance.

Question:
Why can't I make calls?
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Answer:

First, confirm you have dial tone on your telephone line. If there is no dial tone, follow these steps: First, unplug all of the following devices from both the electrical outlet and phone jack: Phones, Fax Machines, Answering Machines, Personal Computers, Caller ID Boxes and Modems (including DSL modems). Next, wait 3 minutes to allow the line to clear. Then, plug a corded phone into each of the phone jacks and try to place a call. If this does not work, write down any message/recording you hear and contact Datavo. Be sure to mention you unplugged and tested your equipment and inform the representative of any message/recording you heard. If you are having trouble with just one telephone, it can be caused by either a loose connection or a defect associated with that phone. If this happens on all of your phones, Please contact Datavo at 877-732-8286 for further assistance.

Question:
Why can't I make international calls?
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Answer:

Several reasons may prevent you from making International calls. If you hear a recorded message when dialing an international number, please make sure you write the message down and provide it your Datavo repair representative. Also, confirm that you are using the correct international dialing codes. If you continue to have problems making international calls please contact Datavo at 877-732-8286 to verify your account is in good standing and further troubleshoot.

Question:
Why can't I make long distance calls?
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Answer:

Several reasons may prevent you from making Long Distance calls. If you hear a recorded message when dialing a long distance number, please make sure you write the message down and provide it your Datavo repair representative. Also, confirm that you are using the correct dialing codes. If you continue to have problems making long distance calls please contact Datavo at 877-732-8286 to verify your account is in good standing and further troubleshoot.

Question:
Why can't I receive calls?
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Answer:

First, confirm you have dial tone on your telephone line. If there is no dial tone, follow these steps: First, unplug all of the following devices from both the electrical outlet and phone jack: Phones, Fax Machines, Answering Machines, Personal Computers, Caller ID Boxes and Modems (including DSL modems). Next, wait 3 minutes to allow the line to clear. Then, plug a corded phone into each of the phone jacks and try to place a call. If this does not work, write down any message/recording you hear and contact Datavo. Be sure to mention you unplugged and tested your equipment and inform the representative of any message/recording you heard. If you are having trouble with just one telephone, it can be caused by either a loose connection or a defect associated with that phone. If this happens on all of your phones, Please contact Datavo at 877-732-8286 for further assistance.

Question:
Why can't I receive faxes?
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Answer:

If you are unable to receive faxes, first confirm your fax machine has dial tone. If your fax machine does not have a hand set, please attempt to receive a call using a regular corded phone and connect it to your telephone jack. If dial tone is available reconnect your fax and attempt to receive once again. If your fax fails or there is no dial tone contact Datavo at 877-732-8286 to confirm there is no trouble with the line. Please be sure to write down any messages you receive from the fax machine and provide the messages to the Datavo repair representative.

Question:
Why can't I send faxes?
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Answer:

If you are unable to send faxes, first confirm your fax machine has dial tone. If your fax machine does not have a hand set, please attempt to make a call using a regular corded phone and connect it to your telephone jack. If dial tone is available reconnect your fax and attempt to fax out once again. If your fax fails or there is no dial tone contact Datavo at 877-732-8286 to confirm there is no trouble with the line. Please be sure to write down any messages you receive from the fax machine and provide the messages to the Datavo repair representative.

Question:
Why can't other people hear me when I call?
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Answer:

If you are unable to be heard while on your phone call, please confirm the volume control is set correctly. Confirm the batteries are completely charged if you are using a rechargeable cordless phones. Swap the phone you are using with another phone on the same telephone jack to confirm the problem is not coming from the phone. If the trouble continues please contact Datavo at 877-732-8286 for further assistance.

Question:
Why does my phone cutoff during my calls?
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Answer:

If your call gets cut off only on one telephone, it can be caused by either a loose connection or a defect associated with that phone. Please attempt to use a different cordless or corded phone. If this happens on all of your phones, Please contact Datavo at (877-732-8286) for further assistance

Question:
Why does my telephone have no dial tone?
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Answer:

Unplug all of the following devices from both the electrical outlet and phone jack: Phones, Fax Machines, Answering Machines, Personal Computers, Caller ID Boxes and Modems (including DSL modems) After all of these devices are unplugged, wait 3 minutes to allow the line to clear. Then plug a corded phone into each of the phone jacks and try to place a call. If this does not work, write down any message/recording you hear. Attempt a different corded phone & If your call still does not go through contact Datavo at 877-732-8286. Be sure to mention you unplugged and tested your equipment and inform the representative of any message/recording you heard. *If you have a phone system you may need to have your phone vendor check your internal wiring and confirm dial tone is being delivered from the main telephone box to the phone system.

Question:
Why is Call Blocking not working?
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Answer:

If call blocking is not working please contact Datavo directly to confirm the feature is properly configured on your telephone lines.

Question:
Why is Call Waiting not working?
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Answer:

If call waiting is not working please contact Datavo directly to confirm the feature is properly configured on your telephone lines.

Question:
Why is my Hunting/Roll Over not working?
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Answer:

If your Hunting/Roll over is not working, please confirm all your phone lines have dial tone by checking one line at a time. After confirming all telephone lines have dial tone, contact Datavo to confirm the hunting for your telephone lines has been properly configured.